Terms and conditions
Stay Nelson Bay – Terms & Conditions
Welcome to Stay Nelson Bay
Thank you for choosing Stay Nelson Bay for your coastal getaway in beautiful Port Stephens, NSW, Australia.
By accessing our website or making a reservation, you agree to the following terms and conditions.
1. Reservations and Payments
All reservations are subject to availability and confirmation.
- Accommodation rates are displayed in Australian Dollars (AUD).
- We will disclose the total booking amount, including applicable cleaning fees and other charges, before booking confirmation.
- Payment requirements and due dates will be provided during the booking process.
- A reservation is confirmed once we receive the required payment and issue the booking confirmation.
2. Cancellation and Refund Policy
Cancellation and refund conditions will be clearly stated at the time of booking.
- Refund eligibility depends on the cancellation policy applicable to your reservation.
- Guests should review the cancellation conditions carefully before confirming their booking.
- Requests to amend booking dates are subject to availability and any applicable price differences.
- Where a booking is made through Airbnb, Booking.com or another booking platform, the applicable platform booking terms also apply.
Nothing in these terms excludes rights available under Australian Consumer Law.
3. Check-In and Check-Out
- Check-in: From 2:00 pm unless otherwise stated in your booking confirmation.
- Check-out: By 10:00 am unless otherwise stated in your booking confirmation.
- Early check-in and late check-out may be available by prior arrangement, subject to availability and additional charges.
Self-check-in instructions will be provided before arrival.
4. Guest Responsibilities
We ask all guests to treat our accommodation and surrounding facilities with care and respect.
- The number of overnight guests must not exceed the maximum occupancy stated in the reservation.
- Parties, events and excessive noise are not permitted.
- Smoking and vaping are prohibited inside the accommodation.
- Pets are not permitted in properties where resort or property rules prohibit them.
- Guests must comply with applicable resort rules and respect neighbouring residents.
5. Property Care and Damage
Guests are responsible for leaving the property in a reasonable condition.
- Any accidental damage or maintenance concerns should be reported promptly.
- Guests may be responsible for reasonable costs associated with damage caused by them or their visitors, beyond fair wear and tear.
- Additional cleaning charges may apply if the property is left excessively dirty, where disclosed and permitted by law.
- Lost keys or access devices may incur reasonable replacement costs.
6. Cleaning and Housekeeping
Our accommodation is professionally prepared before each arrival.
- Standard cleaning is provided between guest stays.
- Daily housekeeping is not included unless specifically arranged.
- Guests are requested to leave the accommodation reasonably tidy, dispose of rubbish appropriately and follow the check-out instructions.
7. Resort Facilities
Where accommodation is located within a resort, guests may have access to facilities such as swimming pools, gyms, saunas and tennis courts.
- Access is subject to resort rules, availability and maintenance requirements.
- Children must be appropriately supervised.
- Guests must follow all safety signage and instructions.
- Resort facilities are managed independently and may occasionally be unavailable.
8. Optional Extras
Stay Nelson Bay may offer additional services such as welcome platters, celebration packages, beach accessories, early check-in and late check-out.
- All extras are subject to availability.
- Prices will be disclosed before purchase.
- Some extras require advance notice.
- Any cancellation conditions specific to an extra will be provided when it is purchased.
9. Changes or Unexpected Events
Occasionally, circumstances beyond our control may affect accommodation availability or services.
If this occurs, we will contact affected guests promptly and explain the available options in accordance with the booking agreement and applicable consumer law.
10. Privacy and Personal Information
We respect your privacy.
Personal information provided during booking is used to manage reservations, process payments, communicate with guests and provide accommodation services.
Please refer to our separate Privacy Policy for further information.
11. Website Content
All original photographs, descriptions, branding and website content belonging to Stay Nelson Bay are protected by applicable intellectual property laws.
Content may not be reproduced or used commercially without permission.
12. Australian Consumer Law
Our accommodation services are provided in accordance with applicable Australian laws, including the Australian Consumer Law.
Nothing in these Terms & Conditions limits or excludes any consumer guarantees or other statutory rights that cannot lawfully be excluded.
13. Contact Us
If you have any questions about your booking or these Terms & Conditions, please contact us.
